Product Specialist (Phone Support)

This is a fully remote, home-office position in the Philippines.

**Please note: Working hours are between 9:00PM to 9:00AM Manila Time ** Join the Hearsay Systems Customer Support team as an exceptional Product Specialist (Technical Support) and help us deliver an outstanding customer experience!

At Hearsay Systems, we take pride in providing our users with a delightful customer experience and our Customer Support team is at the forefront of it.

We enjoy helping, strategizing, and chatting with our customers, and ultimately, making them successful.

The ideal candidate for this role must have at least 3 years of relevant technical support experience within the B2B, SaaS, and/or FinTech industry assisting Enterprise customers of Fortune 1000 companies.

Experience with APIs, Implementation Management and/or Project Management desired.

About Hearsay Systems Founded in 2009, Hearsay Systems is the global leader in digital client engagement for financial services, trusted by leading financial firms including BlackRock, Charles Schwab, and New York Life.

Our platform empowers over 260,000 advisors and agents to compliantly scale personalized customer engagements across social media (Facebook, LinkedIn, X, Instagram), websites, text, and voice.

In August 2024, Yext (NYSE: YEXT) completed its acquisition of Hearsay Systems--combining its industry-leading digital presence management platform with Hearsay Systems’ compliant engagement solutions across social media, websites, text, and voice.

Now, brands will be empowered to manage all digital channels and touchpoints throughout the customer journey—from one single platform.

With globally distributed teams in North America, Europe and Asia, we are a tight-knit, dedicated team that passionately believes in our products, people, and culture.

About the role:

Understand and act as a first point of contact for Hearsay products and applications

Own the customer experience by effectively prioritizing and addressing support-related questions via the phone and Zendesk ticketing solution

Liaise with the Customer Success, Engineering, and Product teams to pass along customer feedback, account trends, and escalating and quickly resolving issues

Comfortable with ambiguity and working alone on tough assignments

Willingness to proactively act, without being asked to help

Ability to maintain composure and customer focus while troubleshooting and solving technical issues

Consistently attain Hearsay's target customer satisfaction score

Maintain SLAs

Maintain a thorough knowledge and understanding of the Hearsay platform across the organization and down to individual clients

Execute our support strategy and build stellar relationships with our customers

Demonstrate deep execution focus by achieving quarterly goals at the team level

Focus on continuous team improvement by onboarding new team members providing and receiving specific feedback

About you:

At least 3 years of relevant technical support experience within the B2B, SaaS, and/or FinTech industry assisting Enterprise customers of Fortune 1000 companies via phone.

Experience with APIs, Implementation Management and/or Project Management desired.

Successful record of going above and beyond your job description to better our relationships with customers and vendors

Understand and use common social media and digital tools as well as demonstrate an ability to triage applications at an in-depth level

Can easily navigate customers through a variety of complex and technical obstacles

Excellent prioritization skills and an ability to make decisions quickly

Real passion for customer service and a rare ability to understand enterprise customer needs

You care about your work and you strive to deliver in a timely manner

Knowledge of Zendesk, JIRA, Looker, and Intercom a plus

Stellar verbal and written communication in English

Ability to think on one's feet and find creative solutions at an application and account level

Excellent teammate with a positive attitude and a strong sense of self-direction and the ability to work across all internal teams and influence coworkers

Amenable to working between 9:00PM to 9:00AM Manila Time

Full-time

Our commitment to diversity and inclusion: Hearsay values and welcomes diversity in all forms. We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We encourage all qualified individuals to apply. If you need assistance, or a reasonable accommodation during the application and interview process, please contact us at: . #LI-Remote